Social Media, Customer Support Manager

OverviewDisney Direct to Consumer (DTC) includes premium streaming services with Hulu and Disney+, offering a broad library of content and live television. The DTC team seeks hardworking team-players to join the Viewer Experience team, with a focus on contributing to The Walt Disney Company’s direct-to-consumer experience through strategic effort and collaboration.Disney’s Viewer Experience Team is seeking a passionate and experienced Social Care Manager to oversee operations across social media support channels (Twitter, Facebook, AppFollow) for DTC platforms, including Hulu and Disney+. The ideal candidate will be highly knowledgeable in social media engagement, moderation strategies, viewer journey in social media, and have experience in reporting and performance analysis.As the Social Care Manager, you will lead a team of Social Media Moderators, Specialists, and outsourced agents, ensuring high-level performance through quality and performance management. You will analyze performance data, oversee brand presence, and ensure consistent representation of our brand voice across all public-facing interactions. The role involves collaboration with cross-functional teams, including BPO partners, to ensure accountability for key performance metrics and opportunities for operational improvements.*This role is on-site in Santa Monica, CA, San Antonio, TX, and/or New York, NYWhat You/'ll Do:Lead and motivate a team of Social Media Moderators, Specialists and external partnersConduct one-on-ones with direct reports to track progress, provide feedback, and support professional growthManage social quality assurance programs to measure and improve the performance of internal and external teamsEnforce key performance metrics, including service levels, agent/operational productivity, and response times across Hulu, Disney+Manage team schedules, shift bids, and coverage to meet business needsBuild and manage relationships with third-party technology partners to ensure platform updates and improvements are in sync with social support needsProvide guidance to moderators and agents during difficult customer interactions and high-pressure scenarios (e.g., outages, live events)Ensure that Hulu and Disney+’s tone and voice are consistently reflected in all social media interactions, especially during crisis momentsSupport proactive posting strategies during outages, live events, and other company events to ensure clear communication with viewersUse data to drive decisions and continuously enhance the customer experience through social channelsOther duties as assigned to meet the evolving needs of the team and businessWhat You'll Need:Bachelor/'s degree or equivalent professional experience3 years’ experience managing a team, with a proven ability to inspire and develop team members5+ years’ experience in social media customer support or a related fieldExperience in social quality management processes and tools to assess and improve service qualityExperience using social tooling (e.g., Sprout, Sprinklr, Social Studio) and analytics systems to measure and improve the customer experienceExperience in reporting, data analysis, and the use of reporting tools (e.g., Tableau, Adobe Analytics)Flexibility to support business needs during live TV events, outages, and crisis scenarios, which may include evenings and weekendsAbility to analyze performance data and implement process improvementsNice-To-Haves:Proven experience managing remote teams and/or international teamsExperience defining and measuring individual and team-based performance for customer service organizationsProficiency in Microsoft Outlook, JIRA, Salesforce, Google Sheets/Docs, and AirtableAbility to thrive in a fast-paced, ever-evolving environmentStrong customer empathy and a passion for delivering exceptional experiences via social mediaA proactive problem solver with a strategic mindsetContent creation experienceBilingual or multilingualThe Walt Disney Company and its Affiliated Companies are Equal Employment Opportunity employers and welcome all job seekers including individuals with disabilities and veterans with disabilities. If you have a disability and believe you need a reasonable accommodation to search for a job opening or apply for a position, email with your request. This email address is not for general employment inquiries or correspondence. We will only respond to those requests that are related to the accessibility of the online application system due to a disability.The Walt Disney Company is an equal opportunity employer. Applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Disney fosters a business culture where ideas and decisions from all people help us grow, innovate, create the best stories and be relevant in a rapidly changing world.The Walt Disney Company and its Affiliated Companies are Equal Employment Opportunity employers and welcome all job seekers including individuals with disabilities and veterans with disabilities. If you have a disability and believe you need a reasonable accommodation in order to search for a job opening or apply for a position, visit the Disney candidate disability accommodations FAQs link. We will only respond to those requests that are related to the accessibility of the online application system due to a disability. #J-18808-Ljbffr

Created: 2025-10-06